CX Solution
Zoom Phone - Freshdesk
Background
CXI (Currency Exchange International) provides a foreign exchange service, a risk management solution, and integrated international payments processing technology in North America. CXI is a service and technology provider for foreign currency exchange, international payments, foreign check clearing, and issuing foreign currency bank drafts. CXI is a trusted partner among financial institutions, corporations, and retail markets around the world.
Business Challenge
CXI works in currency exchange; they use Freshdesk as their CRM and Zoom Phone as their Telephony system. It is difficult for them to use two different platforms. They require to Integrate Zoom Phone with Freshdesk CRM to work effectively. Additionally, the call recordings need to be added to the Freshdesk ticket. Another requirement is to create a ticket automatically when the agent ends the call without creating it.
Sandeza Solution
Sandeza came up with a solution of integrating the Zoom Phone system with Freshdesk. The CCP will have two tabs, one with the Zoom Phone and the other with the Freshdesk features, where the recent call logs and contacts will be listed. When the agent is connected, they will be able to see the open tickets for the connected customer and can create a new ticket. A pop-up message appears asking the agent whether to create a ticket automatically when the call ends without creating one. The call recording URL will be added to the ticket. We also have the option of adding the call recording URL to the ticket or not.
Results and Benefits
Arta embeds and integrates to existing CRM platform with the custom CCP. Enables BOTs to respond calls, messages even before agent handles it. Enhanced features to show increased agent productivity in ticket call metrics and provide intelligent dashboards. Remarkable customer satisfaction provided to customers using agents and AI enabled transactions.
